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riojene.ladera@concentrix.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Calls HandledAvg Handle TimeTop ProductTop ProblemCases DocumentedCases Escalated
3111m 50sEA7500ACCESS313

Scorecard

DimensionThis WeekCalls Reviewed
Accuracy2.6031
Protocol1.8031
Communication2.0031
Overall2.2031

Where Time Goes

Product Families

FamilyCallsAvg Handle TimeAvg OverallAvg AccuracyAvg ProtocolAvg CommunicationNote
LN239m 52s1.801.002.002.00Outlier: 3.6x weekly median handle time
EA616m 46s2.021.501.501.83Outlier: 1.5x weekly median handle time
WHW511m 45s2.203.401.401.80
MR511m 10s2.803.201.402.40
MX79m 24s2.073.291.571.71
OTHER18m 15s1.101.001.002.00
E77m 46s2.372.861.862.00

Key Observations

Problem Categories

CategoryCallsAvg Handle TimeAvg OverallAvg AccuracyAvg ProtocolAvg CommunicationFocus Area?
ACCESS1011m 42s2.203.001.602.00✓
SETUP810m 12s1.802.401.401.90✓
CONNECTIVITY713m 36s2.303.101.702.00✓
GENERAL INQUIRY317m 58s2.202.302.002.00

Week-over-Week Movement

What Went Well

  1. Accurate Product Recommendations

> “You can try the check MBE 7,000 or MX 6200. Yes, MBE 7,000… MX 6200.”

#GI00131685

Provided clear, up-to-date options matching the customer’s 1 Gbps needs.

  1. Clear Warranty Communication

> “Ma’am, what’s the serial number for your router? … Based on your records, the warranty has expired.”

#LTS00131649

Set accurate expectations and offered self-help paths for out-of-warranty devices.

  1. Polite Tone with Elderly Customer

> “Ma’am, I can assist you in separating the Wi‑Fi band. … Her name is Shelby West.”

#LTS00131649

Demonstrated empathy and patience during a complex configuration request.

Growth Opportunities

  1. Avoid Incorrect Technical Claims

> “Wi‑Fi 4 router cannot work with Wi‑Fi 7 modem … no technical assistance for out-of-warranty devices.”

#LTS00131615

Next Step: Verify compatibility claims against KB before advising customers. Always offer basic troubleshooting for out-of-warranty devices.

  1. Follow Standard Troubleshooting Protocols

> “Did you plug an Ethernet cable to your main node? … They happen to connect an Ethernet…”

#LTS00035215

Next Step: Systematically verify WAN connectivity (cable, LED, ISP status) before concluding issues are unsolvable.

Next Week's Focus

  1. WAN Validation First

Always check Ethernet cables, WAN LED, and ISP status before declaring a router faulty.

  1. Model/Serial Collection Early

Ask for product model and serial number in the first 30 seconds to enable accurate guidance.

  1. Standardized Setup Scripts

Use step-by-step scripts for common setup issues (e.g., band separation, admin page access).

  1. Empathy in Frustration

Acknowledge customer frustration explicitly: “I understand this is frustrating. Let’s work through it together.”

Technical Accuracy

TypeQuoteNote
ImprovementNoneIncorrectly claimed Wi‑Fi 4 (EA7500) cannot work with Wi‑Fi 7 modem. No such incompatibility exists. #LTS00131615
ImprovementNoneFailed to perform basic WAN diagnostics (WAN LED, cable check) despite customer reporting no internet. #LTS00131615
ImprovementNoneUsed 5‑press pairing on LN1600, which is unsupported (valid only for LN1100/LN1400/MX6200/MBE7000). #GI00129451
ImprovementNoneProvided malformed HTTPS URL for local admin access (local access uses HTTP only). #TE00132129

No dedicated technical accuracy signals were extracted this week beyond the above. Review Growth Opportunities and Escalation Lessons for technical patterns.

Coaching Moments

TypeQuoteNote
Strength“Ma’am, what’s the serial number for your router? … I can assist you in separating the Wi‑Fi band.”Proactively gathered details and offered targeted help. #LTS00131649
Improvement“Your security, it means that you already have internet, however, you need to make changes with your router settings.”Misstated that internet is required to access the router UI (false). #LTS00131641

Escalation Lessons: What L2 Did

#GI00129451 — Resolved by Level 2

DetailSummary
What L1 SawCustomer with LN1600 micro node couldn’t add it to MBE7000 mesh; node skipped nearest parent.
Why it EscalatedL1 used unsupported 5‑press pairing and failed to verify backhaul signal.
What L2 DidVerified firmware versions, confirmed correct pairing method (Ethernet backhaul), and reconfigured mesh topology.
Current StateResolved.
L1 Learning Points1. Use Ethernet backhaul for LN1600 (no 5‑press pairing). 2. Check signal strength between nodes. 3. Validate firmware compatibility before pairing.

#TE00132129 — Resolved by Level 2

DetailSummary
What L1 SawWHW03 user couldn’t access admin page; blank blue screen with CloudFront errors.
Why it EscalatedL1 provided incorrect HTTPS URL and claimed Linux web update caused issue.
What L2 DidCleared browser cache, tested HTTP access, and confirmed router firmware was up‑to‑date.
Current StateResolved.
L1 Learning Points1. Use HTTP (not HTTPS) for local admin access. 2. Guide customers through cache clearance. 3. Avoid speculative causes (e.g., “Linux updates”).

#TE00132487 — Resolved by Level 2

DetailSummary
What L1 SawMX5300 user couldn’t separate Wi‑Fi bands; UI redirected to Velop page.
Why it EscalatedL1 lacked band‑separation steps and misidentified active node.
What L2 DidConfirmed parent node, guided through band separation via mobile app, and verified SSID changes.
Current StateResolved.
L1 Learning Points1. Identify parent node before troubleshooting. 2. Use mobile app for band separation on MX series. 3. Confirm SSID changes post‑configuration.

Coach Appendix

Weekly Trend: Accuracy improved significantly (+0.51), but protocol adherence remains inconsistent, especially in WAN validation and troubleshooting flow. Focus on LN/EA families, which drive long handle times and unresolved cases. Prioritize standardized scripts for ACCESS and SETUP categories.

This Week's Calls

CaseDateScoreDirectionProductCategoryOutcome
#LTS001316032026-06-011.0INBOUNDEA7300SETUPNo clear path given
#LTS001316152026-06-011.4INBOUNDEA7500SETUPIncorrectly closed
#LTS001316272026-06-011.8INBOUNDE1200ACCESSAbandoned or vague
#LTS001316412026-06-012.8INBOUNDEA8300ACCESSClosed with self-help
#LTS001316492026-06-013.8INBOUNDMR8300CONFIGURATIONClosed with self-help
#LTS000352152026-06-011.8INBOUNDMX2000SETUPAbandoned or vague
#LTS000352152026-06-011.8INBOUNDMX2000SETUPAbandoned or vague
#LTS001316802026-06-012.8INBOUNDMR7500CONNECTIVITYCustomer declined path
#GI001316852026-06-013.9INBOUND—GENERAL INQUIRYClosed with self-help
#LTS001316962026-06-011.1INBOUNDLRT224NO TROUBLESHOOTING NEEDEDAbandoned or vague
#LTS001317012026-06-012.8INBOUNDMX8500ACCESSClosed with self-help
#LTS001317072026-06-011.8INBOUNDE5400SETUPPending resolution
#LTS001317102026-06-012.8INBOUNDE1200CONNECTIVITYClosed with self-help
#LTS000134822026-06-011.8INBOUNDWHW01CONNECTIVITYAbandoned or vague
#LTS001318252026-06-021.6INBOUNDE5400SETUPPending resolution
#LTS001318452026-06-021.6INBOUNDMX4200ACCESSPending resolution
#LTS001318912026-06-021.8INBOUNDEA7500ACCESSAbandoned or vague
#GI001318942026-06-021.4INBOUND—GENERAL INQUIRYAbandoned or vague
#GI001294512026-06-021.8INBOUNDLN1600CONNECTIVITYEscalated correctly
#LTS001319122026-06-023.2INBOUNDWHW03ACCESSClosed with self-help
#GI001319202026-06-022.9OUTBOUND—CONNECTIVITYClosed with self-help
#GI001294512026-06-021.8OUTBOUNDLN1600GENERAL INQUIRYAbandoned or vague
#LTS001320382026-06-031.8INBOUNDEA7300CONNECTIVITYClosed with self-help
#LTS001320662026-06-032.8INBOUNDMR9600CONNECTIVITYClosed with self-help
#TE001321292026-06-031.8INBOUNDWHW03ACCESSEscalated correctly
#LTS001322782026-06-042.8INBOUNDE5350ACCESSClosed with self-help
#LTS001323232026-06-042.8INBOUNDEA8100ACCESSClosed with self-help
#LTS001324262026-06-052.8INBOUNDMX8500ACCESSClosed with self-help
#LTS001319552026-06-051.8INBOUNDE1200CONNECTIVITYClosed with self-help
#LTS001319552026-06-052.8INBOUNDE1200CONNECTIVITYPending resolution
#LTS001324702026-06-052.8INBOUNDMR7350SETUPClosed with self-help
#LTS001324802026-06-052.8INBOUNDWHW01SETUPClosed with self-help
#TE001324872026-06-052.6INBOUNDMX5300ACCESSEscalated correctly